Field Support Tech - Jackson, TN

Desktop Support Technician

Location: Jackson, TN (On‑Site Only)
Employment Type: Contract‑to‑Hire (6 months)
Schedule: Full‑time, Monday-Friday (8:00 AM - 5:00 PM)

Position Overview

We are seeking a Desktop Support Technician to provide hands‑on technical support in an industrial manufacturing environment. This role focuses on end‑user support, ticket management, hardware troubleshooting, and basic infrastructure assistance, with a strong emphasis on customer service and ownership of issues from start to finish.

The ideal candidate is personable, adaptable, eager to learn, and comfortable working onsite in a loud, hot, and physically demanding environment. This is a highly collaborative role supporting internal employees and working closely with Corporate IT and infrastructure teams.

Key Responsibilities



End‑User & Desktop Support

• Troubleshoot and resolve issues related to laptops, desktops, and peripherals
• Provide hands‑on hardware support including computers, monitors, printers, copiers, and telephones
• Assist users with Windows 10, Microsoft Office 365, and packaged software
• Perform software installations, updates, and basic license tracking
• Respond to and resolve ServiceNow tickets in a timely and professional manner
  
  

Ticket Ownership & Escalation

• Assess incoming service tickets using ServiceNow
• Escalate network or advanced issues (e.g., Cisco applications, Active Directory issues beyond basic user support) to appropriate infrastructure teams
• Maintain ownership of tickets even after escalation, ensuring resolution through follow‑up and communication
  
  

Infrastructure & Systems Support

• Assist with mainframe‑related issues (primarily implementation support)
• Provide basic onsite support for local servers and networking equipment
• Develop a working understanding of the local LAN environment and topology
• Support infrastructure outsourcing partners with onsite assistance as needed
• VMware exposure in a small server environment is a plus
  
  

Customer Service & Collaboration

• Deliver high‑quality customer support with patience and professionalism
• Communicate technical issues clearly in non‑technical terms
• Engage directly with internal clients, often requiring onsite visits to resolve issues
• Be flexible with schedules and available for after‑hours emergencies when required
  
  

Required Qualifications

• 3 years of desktop support experience
• Experience working with:
  • Windows 10
  • Microsoft Office 365
  • ServiceNow or similar ticketing systems
• Ability to assess service tickets, escalate appropriately, and maintain ownership through resolution
• Basic understanding of networking and server concepts
• Comfortable working fully onsite in an industrial/manufacturing environment
• Strong customer service and problem‑solving skills
  
  

Preferred Qualifications

• Experience assisting with mainframe implementations
• Exposure to VMware environments
• Prior work in an industrial or manufacturing setting
• Help desk or customer‑facing IT support background
  
  

Education

• Associate's Degree in Computer Science, Information Technology, or a related field preferred
  
  

Ideal Candidate Profile

• Easygoing, adaptable, and team‑oriented
• Customer‑service minded with a strong sense of responsibility
• Willing to jump in, leave the desk, and resolve issues in person
• Eager to learn and expand technical skills
• Problem‑solver who may not always know the answer but is driven to find it
  

Desired Skills and Experience

Job Description:
Desktop Support:
Troubleshoot and resolve issues that result from employee laptop/desktop computers and peripherals.
Ensure customer issues/tickets are resolved in a timely manner. - Ticket System: Service Now
Assist end users with packaged software and some basic support of critical applications.
Software installations and license tracking and support.
Provide hardware support to end users (laptop, desktop, related accessories, printers, copiers, telephones, etc). Work closely with Corporate IT on hardware purchasing and asset management.
Technical:
Provide more advanced infrastructure support to devices resident at the location that are not supported by Client infrastructure outsourcing partner.
Acquire and maintain a basic understanding of the location Local Area Network (LAN) setup/topology in order to troubleshoot network issues that may occur at the site.
Provide onsite (basic support) to Client infrastructure outsourcing partner with regards to server and network infrastructure resident at the location.
Acquire and maintain current knowledge relevant product offerings and support policies to provide technically accurate solutions to users.
Customer Service:
Provide quality support to user community, employing a high degree of customer service, technical expertise, and timeliness.
Resolve problems with a high degree of patience and problem management techniques.
Convey technical issues in laymen's terms so the customer can understand.

Minimum:
3 year's work experience in desktop support
Industrial work environment
Proficiency in MS OS and other regular packaged software
Essential networking and server skills

Dexian stands at the forefront of Talent Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.  
 
Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.